Helpdesk Agent

SCIENTEC CONSULTING PTE. LTD.; Singapore; On-site; SGD 22,096 - 36,828; Full time

Benefits offered by this job

AWS

Job summary

ScienTec Consulting Pte Ltd is seeking an L1 Support Engineer to provide first-line technical support and ensure services remain accessible for the community in Singapore.

Singapore-based role requires 1 year in helpdesk, an IT-related diploma/ITE, and government sector experience. Salary up to SGD 3,300 plus AWS; standard hours Mon-Thu 8.30am-6pm, Fri 8.30am-5.30pm; training and growth opportunities available.

Qualifications

• ITE/Diploma in computer science or IT field.
• Minimum 1 year of experience in technical helpdesk operations.
• Prior experience in Government sector.

Responsibilities

• Handle cases through multiple channels including hotline, email, online forms, chatbot, portal, or case management system.
• Perform initial troubleshooting per SOPs and guides.
• Escalate tickets to higher support levels to meet SLA.
• Log all customer queries and follow-ups accurately in the CRM system.
• Identify and surface emerging trends or potential issues to the team leader.
• Perform other relevant tasks as assigned by the Supervisor.

Skills

Technical Helpdesk

Customer support

Problem solving

Education

ITE/Diploma in IT

Tools

CRM system

Ticketing system

Job description

Working Hours : Monday - Thursday (8.30am - 6pm), Friday (8.30am - 5.30pm)

Nearest MRT : Labrador MRT

Salary Package : Up to SGD 3,300 + AWS

Our L1 Support Engineer plays a crucial role in assisting inquiries and issues, ensuring that our services are accessible and effective. We are seeking dedicated individuals to join our team and provide top-notch support to our community.

Roles and Responsibilities:

• Handle cases through various communication channels including hotline, email, online forms, chatbot, portal, or case management system.
• Conduct initial troubleshooting in accordance with standard operating procedures (SOPs) and guides.
• Escalate tickets to higher support levels and ensure resolution is achieved within the Service Level Agreement (SLA).
• Accurately and promptly log all customer queries and follow-up interactions into the CRM system.
• Identify and expose emerging query trends or potential issues to the team leader.
• Perform any additional relevant tasks as assigned by the Supervisor.

Requirements

• Minimum ITE/Diploma in computer science or information technology field or related field.
• Minimum 1 year of working experience in Technical Helpdesk operation
• Prior experience in Government sector.

By submitting your resume, you consent to the collection, use, and disclosure of your personal information per ScienTec's Privacy Policy (scientecconsulting.com/privacy-policy).

This authorizes us to:

• Contact you about potential opportunities.
• Delete personal data as it is not required at this application stage.

All applications will be processed with strict confidence. Only shortlisted candidates will be contacted.

Wong Siew Ting (Maeve) - R25127375

ScienTec Consulting Pte Ltd - 11C5781